Moving Call Center Metrics into Action

Call centers are flooded with data – often so much that it's difficult to keep track of and even more challenging to use effectively. That's where Inova Solutions comes in. We make it easy to instantly communicate call center metrics throughout your center, giving people the timely information they need to do their jobs more efficiently and effectively.

Awareness

Inova's performance management solutions gather operational data from your various systems or locations, filtering it down to just your key call center metrics, and then presenting these metrics to the people who can act on them – all in real-time. Our solutions use a variety of visual display technologies, from dashboards to wallboards to digital signage, to communicate your call center metrics. This flexibility in presentation allows us to address the information needs of a full range of call center users — from agents to executives.

Information is collected from the systems you already have in place; like an Avaya switch, Aspect workforce management system, or Cisco CTI. We bridge the reporting gap between vendors, integrating data from across systems and sites to give you a unified view of your call center metrics.

Action

In addition to focusing performance monitoring on your key call center metrics, our solution lets you define what's acceptable for each metric. If performance falls outside of the acceptable range automatic alerts instantly call attention to the issue, prompting a quick response to changing conditions such as a drop in service level or spike in abandoned calls. This enables your people to address and correct issues before they become costly problems. Alerts are further enhanced by advanced messaging capabilities that drive and guide actions by helping you quickly convey important information, provide instruction or re-enforce training.

Results

By creating an environment of real-time situational awareness that drives the appropriate actions, we help our customers dramatically improve their response time to the daily ups and downs of the call center. Typical results include:

Increased workforce productivity

Enhanced customer service

Reduced operating costs

Improved operational stability

Inova Solutions' customers have significantly increased their ability to handle calls without additional staffing, dramatically reduced abandon rates, increased service levels and more. See additional results and read what our customers have to say.